The situations in which it is possible to request a refund are:

Travel restrictions- the government of the country of origin or destination applies restrictions so that it will not be possible to reach the destination where the booked facility is located.

Closure of Regions or Municipalities- the Region or municipality where the booked facility is located cannot be reached due to restrictions imposed by the government or competent health authorities.

Closure of the booked facility- due to restrictions imposed by the government or competent health authorities.

We recommend that you always take out travel insurance and carefully check which risks are covered and how the terms and conditions apply. More and more insurance companies provide emergency medical coverage to customers if they contract the virus abroad. We recommend that you include hospital costs, ambulance costs, additional accommodation costs (if you cannot return home as originally planned), and repatriation if medically necessary, in your coverage.

We suggest you contact the airline you booked with and ask for a refund - you may be entitled to a full refund. Also, check the possibility of booking an alternative flight with other airlines. In any case, we recommend you take out travel insurance that covers the costs in case of flight cancellation.

We are aware that this is the aspect that most worries those who decide to book their holiday in advance. This is why we have decided to adapt our terms and conditions to this new situation related to the pandemic. By booking in advance, you will have the possibility to cancel without penalty up to 30 days before arrival. In this case, the agency will only retain €100.00 to cover the administrative costs incurred.

In this case, unless one of the restrictions imposed by the government is in place, the group is able to travel, and therefore the booking is subject to the normal cancellation conditions. Also in this case, we suggest taking out travel insurance that covers the costs in case of cancellation or modification of the trip due to a positive Covid-19 test.

Our staff will be available to provide assistance for booking the test, however before departure we recommend that you consult the institutional website of the Valle d'Aosta Region * to find out which places can issue the test results.

Our staff will be at your disposal to find the best solution to your needs and evaluate any extension of your stay in the same facility (subject to availability) or in alternative facilities. We will not be responsible for the cost of any shortening/extensions of the stay, costs of missed transportation, and of related extra costs caused by the situation. We suggest you take out travel insurance that covers these costs.

If you find yourself in a position to receive a refund, after receiving your email with the request to issue a voucher, our administration department will issue a nominative voucher to be used within 18 months from the date of issue.

We ask you to check the availability of the structure originally booked on the website and send a booking request to info@hellochalet.it specifying the details of your voucher and the period you wish to book. We will associate the value of the voucher to the new booking, any differences must be paid at the time of the balance.

Yes, you can do it, but the transfer must be officially authorized by the reservation holder.


The validity of the voucher is 18 months from the time of issue, the expiration date is specified on it.

Yes, of course. We will apply the price list in effect at the time of the new booking. If the price is higher, the difference will be paid by the guest, if the price is lower than the amount of the voucher, additional extra services will be provided to compensate (the services will be agreed upon according to the needs of the guests).

In this case, as there are no official restrictions, you are not in a position to obtain a refund. We suggest that you take out travel insurance that covers this.

For up-to-date information, consult the official website of the Government or the website of the Valle D'Aosta Region.